Feedback and Response Mechanisms

UNHCR has a zero-tolerance policy against fraud, misconduct, corruption, and sexual exploitation or abuse of all kinds.

To submit a complaint or feedback to UNHCR, you can call the toll-free FRRM Helpline 0800 32 32 32

Sexual Exploitation and Abuse

What is sexual exploitation? It is any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes.

What is sexual abuse? It is any actual or threatened sexual activity carried out by force or under unequal or coercive conditions.

In line with the United Nations standards of conduct, the staff members of UNHCR and partners must not:

  • Have sexual activity with anyone in exchange for money, employment, preferential treatment, goods or services,
  • Have sexual activity with anyone under the age of 18 years old,
  • Engage in any other form of sexually humiliating, degrading or exploitative behaviour.

If you have experienced or have concerns about a possible case of sexual exploitation and abuse by a UNHCR, authorities, or partner staff member, there are several ways to report it, including the following:

  • Call the FRRM helpline (toll-free) 0800323232
  • Send an email to [email protected]
  • Contact the protection desk / help desk /information and support centre in your settlement

If you don’t feel comfortable reporting the information to staff in Uganda, you can confidentially report any violation to UNHCR. To report fraud, corruption, sexual abuse or exploitation, or other misconduct, please contact UNHCR Inspector General’s Office (IGO):

  • In person or by post: 94, rue de Montbrillant, Case postale 2500, 1211 GenevaCase Postale 2500, CH-1211 Geneva 2 Depot Switzerland
  • By confidential email: [email protected]
  • By using the online complaint form

All complaints will be handled confidentially.

Fraud, Corruption or Misconduct

What is fraud? Any act or omission, including misrepresentation or concealment of a material fact, that knowingly or intentionally misleads, or attempts to mislead, a party to obtain a benefit, whether directly or indirectly, whether for oneself or for a third party.

What is misconduct? All UNHCR staff members are bound by the United Nations Staff Rules and Regulations. Misconduct is defined as the failure by a staff member to abide by these rules and regulations. Misconduct can be classified into various types:

  • Embezzlement and procurement fraud
  • Financial negligence resulting in substantial losses
  • Sexual exploitation and abuse
  • Harassment (including mobbing)
  • Assault, threats or retaliation
  • Unlawful acts (e.g. theft or fraud) on or off UN premises
  • Misrepresentation or false certification relating to a claim or benefit
  • Misuse of the Organization’s equipment or assets
  • Abuse of authority
  • Non-compliance with local laws or the staff’s personal legal obligations.

What is corruption? It is offering, giving, receiving or soliciting (directly or indirectly) anything of value to influence improperly the actions of another party.

Remember:

  • All services by UNHCR, OPM, and partners are free.
  • It is wrong to request, pay or receive favours.
  • You will not get faster service even fi you pay.
  • Offiering a bribe to an official is illegal.

ALL SERVICES ARE FREE: 

Services provided by UNHCR, OPM and NGO partners are normally free of charge. Some limited services may require payments from time to time but this will be communicated to you in advance by UNHCR and OPM. A few examples where payments may be required are: tuition fees for secondary schools, and community contributions collected and managed by community structures (such as Water Management Committees) for joint management of community infrastructure.  

If you have been asked to provide payment for a service and are unsure, please visit your nearest protection desk / help desk or information support center or call the FRRM Free Refugee Helpline on 0800 32 32 32 for guidance.

You can also report misconduct committed by UNHCR officials to Inspector General’s Office (IGO) at:

ATTENTION:

  • Your complaint will be handled following established procedures according to the nature of your complaint.
  • Your information and all complaints are treated confidentially. 
  • In making your complaint, provide all information that you believe is relevant.
  • Anonymous complaints will be considered, but it may be difficult to address your concern if we cannot contact you efficiently.

Please note that ALL services delivered by UNHCR and partners, including registration, are provided for FREE.

See also: